Forward Learning Workbook

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My Learning Workbook
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CONFIDENTIAL AND PROPRIETARY

Any use of this material without specific permission of McKinsey & Company
is strictly prohibited
Introduction
Introduction to your journey ahead
Reflection
Skills
Skills Reflection
Welcome to Forward!
Adaptability &
Resilience
Your Learning Workbook is your Adaptability and Resilience course
essential companion on your
journey during and after the program.
Problem
Solving
Problem Solving course
It serves as a canvas for you to
capture key learnings, ideas, and
Communicating
Communicating for Impact course
for Impact
reflections. During the online
courses you will be prompted to
visit the Learning Workbook to
complete exercises and reflections. Relationships & Well-being course
Relationships
& Well-being
My Digital Toolkit course
My Digital
Toolkit
Any use of this material without specific permission of McKinsey & Company is strictly prohibited
Introduction
Reflection
Skills
Adaptability &
Resilience
Introduction to your
Problem
Solving
journey ahead
Communicating
for Impact
Relationships
& Well-being
My Digital
Toolkit
Introduction to your Journey Ahead
Introduction
Forward Learning Workbook Exercise #1: Reflect on your journey ahead
Reflection
As you go through the modules, it is important to recognize why you are learning these skills and what you
Skills
plan on using them towards. Identifying key motivators will keep you persistent through your journey!
What opportunity are you working towards? What are your goals for this program?
Adaptability &
Resilience
Problem
Solving
Communicating
What might help you get there? What are you most excited about in this program?
for Impact
Relationships
& Well-being
My Digital
Toolkit
CONFIDENTIAL AND PROPRIETARY 4
Introduction to your Journey Ahead
Introduction
Forward Learning Workbook Exercise #2: What skills are crucial to you?
Reflection
While all the following skill modules will be crucial to your journey, it is important to recognize which modules
Skills
you would like to prioritize & how you plan on practicing these skills in your day-to-day life.
What three skills do you think will be the most important for your career moving forward?
Adaptability &
Resilience
Based off what you have learned so far in the course, take a moment to reflect. Click on the blue boxes to answer the question.
Adopting mindsets and habits that make you adaptable and resilient in difficult times
Problem
Solving
Defining problems and prioritize tasks in a structured manner when faced with a new problem to solve
Planning and structuring your communication to address an audience to take action
Communicating
for Impact
Understanding the digital world and developing a digital toolkit for success
Building strong relationships and maintaining your well-being
Relationships
& Well-being
As you continue with this program, think about why these skills are the most important for your career moving forward.
My Digital
Toolkit
Introduction
Reflection
Skills
Adaptability &
Resilience
Problem
Solving
Skills Reflection
Communicating
for Impact
Relationships
& Well-being
My Digital
Toolkit
Skills Reflection
Introduction
Skills Reflection
his tool will help you reflect on your skills before embarking on your journey with the program and even months after. By reflecting on the frequency in which you behave
T
in certain ways, you will get insights into your strengths and areas of improvement, which can help you focus as you go through the journey and set learning intentions to
further your growth. Read each of the 10 behaviors carefully and select the choice that best reflects how frequently you usually engage in this behavior.
Reflection
Skills
Always or Never or
ADAPTABILITY & RESILIENCE Almost always Often Sometimes Seldom Almost never
Being aware of and shifting In a challenging situation, I am aware of how I am thinking, feeling and behaving
mindsets in challenging situation and actively try to adjust if needed.
Intentionally seeking learning I jump on the opportunity to learn new things outside my comfort zone, even if that
Adaptability &
opportunities means making mistakes.
Resilience
PROBLEM SOLVING
Using structured thinking to define a When faced with a problem, I define it and break it down into different pieces before
problem starting to solve it.
Using structured thinking to reach a To reach a recommended solution to a problem, I rely on several analysis and
recommended solution to a problem present a synthesis of the insights.
Problem
Solving
COMMUNICATING FOR IMPACT
Communicating a large amount of When communicating a lot of information, I start with my most important message
information in a brief and insightful way and then support it with details as needed.
Tailoring a message to the needs of When preparing any piece of communication, I analyze my audience and their needs
Communicating
my audience and tailor the message accordingly.
for Impact
RELATIONSHIPS & WELL-BEING
Building psychological safety in I create a team environment where people feel heard and appreciated and want to
teams coach each other.
Maintaining well-being I assess my physical and mental well -being and actively try to improve it by
Relationships
& Well-being
incorporating new habits.
Investing in workplace relationships I build or deepen relationships with colleagues at work by being attentive,
vulnerable, empathetic, and compassionate.
NAVIGATING THE DIGITAL WORLD
Building a digital toolkit I proactively identify and pursue opportunities to grow my knowledge and skills in
data, technology and new ways of working.
My Digital
Toolkit
Introduction
Reflection
Skills
Adaptability &
Resilience
Adaptability and
Problem
Solving
Resilience Course
Communicating
for Impact
Relationships
& Well-being
My Digital
Toolkit
Adaptability & Resilience
Introduction
Setting learning intentions
Setting meaningful learning intentions
Reflection
Tip: to set meaningful learning intentions, follow these 3 guiding principles to My notes
Skills
ensure you get the most out of setting these intentions
1. Preparation: investing the time and energy to set yourself up for success
2. Execution: learning and performing to the best of your capabilities, and enjoying yourself in the process
Adaptability &
Resilience
3. Reflection: learning from your past actions
We live in a complex world with more stimuli than we can possibly process. Setting learning intentions helps us to
cut through the noise and stay focused on what we’ve identified as personally important.
There are two specific, subtle ways in which we can frame our intentions—our direction forward—that support both
Problem
Solving
our ability to learn and the likelihood that we’ll enjoy the experience.
Communicating
Focus on the journey Link to meaning
for Impact
Frame your desired outcome as a learning intention Connect your learning to something that is personally
versus a performance goal. meaningful to you.
Good learning intentions prioritize the experience Taking the time to make this connection will help you
itself, not just the outcome. Instead of focusing on a learn better and have more fun in the process.
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& Well-being
specific target, they focus on: Questions you might ask yourself include:
 The process  When things get hard, what keeps me motivated?
 Discovering and exploring new ideas  What makes me feel fulfilled and proud?
 Our growth
My Digital
Toolkit
Introduction
Forward Learning Workbook Exercise #1: What's your learning
Setting learning intentions
intention for this program?
Take a moment to reflect here. Build your learning intention for this program and reference the suggested
Reflection
Skills
structure in the module to guide your thinking.
I want to pratice how develop more intimate relationships with my colleagues or even I don't feel intimation I wanted to be mindful to others so I can feel
myself more motivated to keep going even times I feel depressed.
Adaptability &
Resilience
I want to practice on learning new technologies and following them because I love learning new skills and it is important for me to use in work.
Problem
Solving
Communicating
for Impact
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My Digital
Toolkit
Introduction
Developing resilient mindsets
Use APR to activate adaptability and resilience
Reflection
More than just recognizing when we or others are not demonstrating My notes
Skills
adaptable and resilient mindsets, we have the opportunity to actively shift
those mindsets. APR is a technique that you can use both in the moment
and as a tool for reflection.
Adaptability &
Resilience
Awareness Pause Reframe
Become aware that I am Interrupt & create space Use specific questions
operating from “default” Take a pause in this very to embed new mindsets
Problem
Solving
Think of something you have moment to center yourself. and take an aware action
been finding challenging. Maybe take a few deep What opportunities would
breaths or plant your feet on there be if you were to shift
What does it make you think the floor. your mindset?
Communicating
and feel?
for Impact
What are your mindsets?
Continue to think about ways you can flexibly incorporate APR in your daily practices. In particular,
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& Well-being
think about how you can practice integrating questions that will help you to reframe specific
mindsets.
My Digital
Toolkit
Introduction
Developing resilient mindsets
Forward Learning Workbook Exercise #2: Holding adaptable and resilient

mindsets
Take a moment to think and reflect here. Within the past week, how frequently have you held an adaptable
Reflection
Skills
and resilient mindset? For times when you didn't hold these mindsets, what could you do differently to shift
your mindset?
Adaptability &
I thought some of my collegous don't want to communicate with myself and every time I talked him my communication was so limited because of my
Resilience
thought but this wasn't ture.
I thought the this software challenging I because I didn't understand in the past and I still thought I won't be able to understand and my boss also asked fme
"Will you able the achieve this job mean software?" I doubted myself.
I should have to say I haven't really understood this software in the past but I’ve learned new things before and am excited to get up to speed on this
software. I’ll think of it like a new language, something I’m good at learning.
Problem
Solving
I dont have to know all the answers at this point in the project
Communicating
for Impact
Relationships
& Well-being
My Digital
Toolkit
Introduction
Building learning habits
Turning behaviors into habits
Reflection
Practicing a behavior for one to two months turns it into a habit, but habit formation takes My notes
Skills
more than just time. To establish healthy habits or break unhealthy ones, you must grasp
how habits form and endure and take actions to make behaviors stick via a Habit Loop.
Adaptability &
Resilience
What will your reward be? What will What’s the reminder? In other words,
make you feel good about your what cue will trigger your habit?
routine?  You might set an electronic reminder:
 When adopting feedback as a Reward Cue for example, a calendar invite that
learning habit, the feedback itself pops up at the start of every week.
Problem
Solving
can be the reward.  You might try a physical note or
 But you should also consider other object, like a reminder you place by
physical, mental, or emotional your desk. Or perhaps you have a
rewards. calendar out in the open, featuring an
 The reward could be the X on every day that you gave or
Communicating
gratification of marking a big X on received feedback.
for Impact
your calendar or something more Routine
concrete.
What’s the routine? What steps are required to uphold this habit?
 Perhaps you set aside time for feedback in your standing meetings.
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& Well-being
 Maybe you reach out to a new, different person each week to ask
for feedback.
 Alongside implementing the habit, you might also reserve time to
consume content, like articles or videos, and reflect on potential
obstacles and their solutions.
My Digital
Toolkit
Introduction
Building learning habits
Forward Learning Workbook Exercise #3: What’s your plan?
Start by choosing a behaviour you’ll focus on. Reflect below on the following questions as they relate to the Habit Loop:
Reflection
Skills
 How will you truly make this new behavior a habit?
 What cue will trigger your habit? An electronic reminder? A physical note or object? A specific meeting?
 What will the habit look like in action or what will be the routine?
Adaptability &
 What reward will make you feel good about your routine?
Resilience
 Why is this habit meaningful to you?
 How will you ensure you are maintaining this habit?
 What might you need to unlearn?
Problem
Solving
Communicating
for Impact
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& Well-being
My Digital
Toolkit
Introduction
Adaptability and Resilience Key Takeaways
Reflection
As you leave this course, here are 5 key tools and takeaways that you can use My notes
Skills
to build your adaptability and resilience skills.
Learning Intention vs. Performance Goal: Set a learning intention when acquiring a
1
Adaptability &
Resilience
new skill; use performance goals when you already have the skills and want to achieve
specific results.
Focus on the journey and personal meaning: Improve your ability to learn by
2 focusing on the process, not just the outcome, and connect your learning to something
Problem
Solving
personally meaningful.
3 Mindset awareness: Differentiate between your helpful and unhelpful mindsets and
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recognize their influence on your behavior and progress.
for Impact
4 Shift Mindsets for Resilience: Cultivate adaptability and resilience by practicing APR
(Awareness, Pause, and Reframe) during challenging situations.
Relationships
& Well-being
Habit Formation: Develop a customized action plan for building desired habits and
5 unlearning unhealthy ones. Utilize the habit loop (Cue, Routine, Reward) to reinforce
positive habits effectively.
My Digital
Toolkit
Introduction
End of Course Reflection: Adaptability & Resilience
Take a moment to reflect and jot down any key points that you would like to revisit in the future.
Reflection
Skills
Adaptability &
Resilience
Problem
Solving
Communicating
for Impact
Relationships
& Well-being
My Digital
Toolkit
Introduction
Reflection
Skills
Adaptability &
Resilience
Problem Solving
Problem
Solving
Course
Communicating
for Impact
Relationships
& Well-being
My Digital
Toolkit
Problem Solving
Introduction
McKinsey’s approach to problem solving
Forward Learning Workbook Exercise #1: Your approach to problem

solving
Take a moment to reflect. Consider a current problem that you’re having on the job or at home.
Reflection
Skills
 How can you take a more structured approach to solving that problem?
 Describe your personal approach to problem solving at work or at home. Do you tend to be structured and evidence-based?
Or do you take a more intuitive approach? What are the benefits and shortcomings of your current approach?
Adaptability &
Resilience
Problem
Solving
Communicating
for Impact
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& Well-being
My Digital
Toolkit
Problem Solving
Introduction
A structured approach to problem solving
Using the seven-step, hypothesis-led approach to problem solving
Reflection
My notes
Skills
1 2 3
Adaptability &
Resilience
Structure problem &
Define problem Prioritize issues
generate ideas
4
Plan
Problem
Solving
7 analyses
Develop & work
recommend-
ations Synthesize Conduct
Communicating
for Impact
findings analyses
6 5
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& Well-being
Definition Structuring Analyzing Synthesizing
My Digital
Toolkit
Problem Solving
Introduction
Defining the problem
Forward Learning Workbook Exercise #2: How do you define problems?
Take a moment to reflect. Do you usually take time to define a problem before attempting to solve it?
Reflection
Skills
If so, how? What is your process?
Adaptability &
Resilience
Problem
Solving
Communicating
for Impact
Relationships
& Well-being
My Digital
Toolkit
Problem Solving
Introduction
Testing your problem definition using the SMART framework
Reflection
Tip: use this to test whether you’ve written your problem statement or question in a way that My notes
Skills
helps reach the solution.
S
Is the question specific enough? Your problem question needs to be detailed
SPECIFIC
Adaptability &
enough so that those who are closest to the problem can understand the exact
Resilience
problem that needs to be solved.
M MEASURABLE A measurable result will be instrumental in helping you determine when the
problem will be considered solved. This should be a quantifiable number.
Problem
Solving
A
The problem question should point to the action that needs to be done to solve the
ACTIONABLE problem. Usually, you will need to use the language "How?" or "What actions do
Communicating
we need to take?" in your problem question.
for Impact
R
Your problem question should be relevant to everyone involved in the situation: the
RELEVANT executive, your team, and any other stakeholders. It's important to align everyone
so that you all have same goals in mind.
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& Well-being
T TIME-BOUND Problem questions should always be time bound to ensure that everyone comes
up with solutions that are practical in the time frame that you have defined.
My Digital
Toolkit
Problem Solving
Introduction
Using a Problem Statement Worksheet to define a problem
Reflection
Tip: use this to summarize the problem in a concise way, clarifying precisely what needs solving. My notes
Skills
Problem question (The basic question to be resolved)
Concisely define, in the form of a question, what must be resolved. This focuses your work and ensures that your
findings are actionable. Your basic question should be SMART: Specific, Measurable, Action-oriented, Relevant,
Adaptability &
Resilience
and Time-bound
Context Constraints within solution Criteria for success

Think about the “environment” around space What must happen for your solution to be
Problem
Solving
the problem you’re facing. Will internal While scope defines the space of your successful? What could happen to make your
or external situations affect how you solution, constraints focus on what can solution a failure? Consider timing of impact,
solve the problem? Are there or cannot happen within that space. visibility of improvement, mindset shifts, and
complications to consider? This field what success looks like for key stakeholders.
may encompass current industry trends, Criteria should be measurable, so you can
Communicating
availability of finances, or skill gaps on judge whether or not your final solution
for Impact
your team. satisfies them.
Stakeholders Scope of solution space Key sources of insight

List all the major players critical to your What will and will not be considered in These are where you will turn for information.
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& Well-being
solution. Consider all decision makers your solution? The scope should be Can you leverage available resources from
who could support—or block—your broad enough to ensure that you’re your department, company, or industry?
solution. Also include internal or external considering all relevant solutions, yet Identifying these resources will simplify your
parties who might affect how your narrow enough to ensure that your effort and ensure you’re not repeating work
solution is implemented. analysis is manageable. that’s already been done.
My Digital
Toolkit
Problem Solving
Introduction
Forward Learning Workbook Exercise #3: Integrating what you’ve learned
Take a moment to reflect. How has your thinking about problem definition evolved?
Reflection
Skills
 What have you added to your approach?
 What new steps, tools and techniques would you like to integrate into your approach to problem definition?
 What are you most excited to try on the job?
Adaptability &
Resilience
Problem
Solving
Communicating
for Impact
Relationships
& Well-being
My Digital
Toolkit
Problem Solving
Introduction
Arriving at a recommendation
Work planning tools
Reflection
Best practices Work plan worksheet template My notes
Skills
Early Make sure data and other critical Issue
items come in as early as possible.
Adaptability &
Resilience
Often Revise your work plan as you Hypothesis/
update and improve your issues and rationale
hypotheses.
Specific Be specific on analysis and sources. End
Problem
Solving
product
Share Test with team members; try Analyses

alternative hypotheses.
Communicating
for Impact
Milestones Be disciplined—deliver on time Sources
using 80/20.
Simple Push detailed work plans out only 2- Timing/
Relationships
4 weeks ahead. Don’t write a lot. Responsibility
& Well-being
Keep it simple. Take it piece by
piece.
Realistic Make it manageable and realistic;

otherwise it will not be used.
My Digital
Toolkit
Problem Solving
Introduction
Problem Solving Key Takeaways
As you leave this course, here are 5 key tools and takeaways that you can use to
Reflection
My notes
Skills
effectively approach complex problems that you will encounter and need to solve:
Structured approach to problem solving: Intentionally take a structured step-by-step

1
Adaptability &
Resilience
approach to solve different types of problems that you may need to solve.
Problem Statements: Before diving into a solution, define your problem in one SMART
2 statement or question and lay out different aspects to consider.
Problem
Solving
Issue trees: Break problems down into specific investigation areas and assess if each
3 can be further broken down into a list of mutually exclusive, collectively exhaustive
(MECE) possible solutions.
Communicating
for Impact
Work planning: Prioritize the most important pieces of analysis to focus on and create a
4 work plan that includes each piece, its expected outcomes, timelines, and sources of
information.
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& Well-being
Synthesis and recommendation: Bring together all the findings from your work, develop
5 a “so what”, and tell others what you think needs to be done in order to solve the problem
based on your analysis.
My Digital
Toolkit
Problem Solving
Introduction
End of Course Reflection: Problem Solving
Reflection
Skills
Adaptability &
Resilience
Problem
Solving
Communicating
for Impact
Relationships
& Well-being
My Digital
Toolkit
Introduction
Reflection
Skills
Problem Solving
Case Assignment
Adaptability &
Resilience
Worksheets
Problem
Solving
Use the next 3 worksheets to practice completing the Hustleton Traffic Problem assignment
Communicating
which you will find in your digital platform under the ‘Case Assignment: Solve a traffic problem’.
for Impact
When you are done practicing using the worksheets, submit your answers on the digital
platform under the ‘Case Assignment: Solve a traffic problem’.
Relationships
& Well-being
To keep a copy of your answers, make sure to write them in your Forward Learning
Workbook.
My Digital
Toolkit
Problem Solving
Introduction
Case Assignment
1. Problem Definition Worksheet

What is the Key Problem Statement?
How to use this worksheet
Reflection
(Write it down, starting with ‘How can the city of Hustleton…’)
Skills
Use this worksheet to practice
completing the first step of your How can we…
assignment: defining the problem
clearly for all stakeholders involved.
Adaptability &
Resilience
Using the information provided in the
email from the Mayor, concisely
define what must be resolved.
Before you continue, put your statement to the test. Is it SMART?
Problem
Solving
Specific Is it sufficiently narrow, not too broad and general?
Communicating
Measurable Can you quantify and measure it using some metric?
for Impact
Action -oriented Is it clear what needs to be taken action on?
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& Well-being
Relevant Is your problem statement relevant to the problem at hand and
for the stakeholders involved?
Time-bound Is there a time horizon that indicates when the problem needs
to be solved?
My Digital
Toolkit
CONFIDENTIAL AND PROPRIETARY McKinsey & Company 28
Problem Solving
Introduction
Case Assignment
2. Issue Tree Worksheet

Level 2
Reflection
Level 1 A1
How can we…
Skills
Use this worksheet to practice the Level 0 A How can we…
second step of the assignment: Key problem
statement
identifying a list of potential issues A2
How can we…
that if resolved, will likely lead to
Adaptability &
Resilience
How can we…
solving the problem.
Write down the problem statement
you've defined in the previous step at
Level 0 of the tree and then break it B1 How can we…
down into smaller issues in Level 1
Problem
B
Solving
(A, B, C) and then further in Level 2. How can we…
Structure your sentences consistently

B2
starting with 'How can we ...’ How can we…
Communicating
for Impact
For example, if you were solving the
problem of 'How can I increase the
amount of money I save at the end of
the month?' one of the smaller issues C1
you might identify is 'How can I How can we…
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& Well-being
C
reduce the amount of money I How can we…
spend?' and another one could be
'How can I make more money?'. C2 How can we…
My Digital
Toolkit
Problem Solving
Introduction
Case Assignment
3. Prioritization Matrix Worksheet
Reflection
Skills
Use this worksheet to help you with the
third step in the assignment:
High Impact
prioritizing two issues that should be
Adaptability &
analyzed more deeply. High Impact – Low Feasibility High Impact – High Feasibility
Resilience
You should consider all the issues you
Potential Impact
wrote in the Level 2 of your issue tree.
Which ones would you place in the
highlighted quadrant of this two-by-two
Problem
Solving
matrix? The quadrant called ‘High
Impact –High Feasibility’.
To do so, compare them to each other,
Low Impact
and ask yourself ‘which of these are
Communicating
for Impact
likely to be the most feasible / easy to
solve and at the same time have the Low Impact – Low Feasibility Low Impact – High Feasibility
biggest impact on the key problem
statement?'
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Low Feasibility High Feasibility
Feasibility
My Digital
Toolkit
Introduction
Reflection
Skills
Adaptability &
Resilience
Communicating for
Problem
Solving
Impact Course
Communicating
for Impact
Relationships
& Well-being
My Digital
Toolkit
Communicating for Impact
Introduction
Introduction to EPIC
EPIC framework
Reflection
Tip: overcome common communication challenges, and move people to action My notes
Skills
based on four key steps of the EPIC approach to communications
Adaptability &
Put yourself in the other person’s shoes to understand their
Resilience
EMPATHY
perspective.
P PURPOSE Define the purpose to include their needs and yours.
Problem
Solving
I INSIGHT Articulate (explain) your ideas in a clear and compelling way.
Communicating
for Impact
C CONVERSATION
Plan and orchestrate the flow of an effective two-way
conversation.
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& Well-being
My Digital
Toolkit
Introduction
Connecting with empathy
Forward Learning Workbook Exercise #1: Reflect on a past interaction
Think about an important past interaction with a group of 2-3 colleagues. Reflect here on the following:
Reflection
Skills
 What was the context?
 How do you think your colleagues felt going into the interaction?
 What was at stake for your colleagues?
Adaptability &
 Was empathy involved in this interaction? If so, how? If not, what were the consequences?
Resilience
Problem
Solving
Communicating
for Impact
Relationships
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My Digital
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Introduction
Connecting with empathy
Using active listening to demonstrate empathy
Reflection
Tactic How? My notes
Skills
Supporting Encouraging – “Yes, I see,” “of course,” facial expressions (e.g., smiling), open body
and stance
Adaptability &
Resilience
encouraging Validating – “If I were in your situation, I’d feel the same way,” nodding/shaking head
Imagining – “I can imagine it’s frustrating for you”
Reflecting Summarizing – “So would it be right to say there are three main issues…,” “It sounds
Problem
Solving
and repeating like you’re saying …”
Describing – “You seem upset by that,” “It sounds like you felt angry with him”
Communicating
for Impact
Digging Clarifying – “Why do you think that happened?” “Which of those issues came first?”
deeper Open – “How are you feeling about the project?” “What’s going on for you this week?”
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& Well-being
Offering help Personal – “Is there anything I can do to help?”
Hypothetical – “What would you like to happen in an ideal world?” “How can we make
that a reality?”
My Digital
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Introduction
Orient towards a purpose
Using the past interaction you identified in the last exercise, consider this interaction from a Purpose
Reflection
Skills
perspective:
 Were you clear on the purpose of the interaction? What was the purpose?
 Did you communicate the purpose up front?
Adaptability &
Resilience
 Was the purpose shared? If so, how?
 If it was not a shared purpose, what could you have done differently? What impact do you think that would have had on the outcome?
Problem
Solving
Communicating
for Impact
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Introduction
Insights – organizing your messages
Using the Pyramid Principle to organize your messages
Reflection
My notes
Skills
What should the pyramid contain?
 A single governing thought which is the key
takeaway the audience must hear during the first
2 minutes of your communication event.
 3-5 key line statements that act as the underlying
Adaptability &
Resilience
arguments that support the governing thought.
 3-5 supporting facts per key line statement which
build the foundation of your pyramid and support
both the key line statements and the governing Governing thought: The one-sentence answer or solution to a
thought. problem:
 Answers the central question, providing direction for a decision
or action
Problem
How to get started building your pyramid
Solving
 Makes an overarching point that is a synthesis, not a summary
Step 1: Begin by reviewing the facts you have  Is stated powerfully in short, sharp, plain language
collected and create logical fact groupings.
Step 2: Strive to create groupings that have no gaps Key line statements: The why and how to implement the
Communicating
or overlaps. That is, they are: solution, underpins the governing thought with no gaps, no overlaps
for Impact
 Mutually exclusive: The groups address unique (MECE):
issues with no overlap.  Each point synthesizes the points beneath it
 Collectively exhaustive: As a set, the groups  Points are at the same level of abstraction and in a logical order
represent the spectrum of issues at play, leaving  In a grouping, ideas are of the same logical kind (e.g., reasons,
no gaps. causes, steps, parts)
Relationships
& Well-being
Step 3: Write a key line statement to synthesize
each logical fact grouping. Supporting data: The supporting evidence:
Step 4: Write a governing thought to synthesize the  All data is relevant, sufficient, and fact-based
key line statements.  Says enough about implications to enable decision making
 Items in each set are MECE
My Digital
Toolkit
Introduction
Try it now: Practice with the Pyramid Principle
Reflection
Identify an email that you sent to a colleague in the last week which covered a My notes
Skills
substantial amount of information (i.e., longer than two paragraphs). Re-write
your email here using the Pyramid Principle worksheet to structure your email
in a more compelling way.
Adaptability &
Resilience
After structuring your thoughts in the Pyramid Principle Worksheet, in the space to the right,
reflect on the following questions:
 What is your governing thought and why (which you lead with)?
 What are your few supporting arguments below the governing thought and why?
Problem
Solving
 What is your call to action and why (which you close with)?
Communicating
for Impact
Relationships
& Well-being
My Digital
Toolkit
Introduction
Synthesizing your messages rather than summarizing only
Reflection
My notes
Skills
Summary Synthesis
A condensed version of all the facts. The “so what” of all the facts,
providing insight that all the facts
Adaptability &
Resilience
together create.
Example of summary vs. synthesis
Problem
Solving
There are several pain points that we heard from  Overall, customers are looking for an
our customer interviews: enhanced in-store experience that reduces
 In-store returns are a clunky experience and the time it takes from entry to exit and would
opt for self-serve solutions to reduce the
Communicating
require customers to wait in line with paying
for Impact
customers. shopping-experience time.
 Waiting time for inventory checks in-store is
too long given customer demand and number
of staff available.
Relationships
& Well-being
 Loyalty program sign-ups at the register
require too much time to fill out.
My Digital
Toolkit
Introduction
Conversation – delivering your messages
Tapping into the Three Elements of Style for delivering your messages
Reflection
Tip: use your physical presence, vocal emphasis and emotional connection to My notes
Skills
deliver your message in a way that moves your audience to take action.
Adaptability &
Resilience
Physical presence Vocal emphasis Ability to make an
Problem
Solving
emotional connection
 This refers to the speaker’s  This primarily refers to the
ability to appear relaxed, speaker’s ability to adjust his or  This refers to the speaker’s
confident, and in control of a her pitch, pace, and volume to ability to gauge the mood of the
Communicating
room. match the occasion. audience and adjust his or her
for Impact
 Speakers with strong physical  In addition, speakers with good tone accordingly.
presence have good posture, vocal emphasis typically speak  Speakers who are able to make
make good eye contact, avoid in the active voice and rarely an emotional connection
fidgeting, use gestures use qualifiers or caveats. typically make strong eye
Relationships
appropriately, and move with
& Well-being
contact with their audiences
confidence. and communicate emotion via
their facial expressions and
tone of voice.
My Digital
Toolkit
Introduction
Try it now: Practice the Three Elements of Style
Reflection
Take a moment and record yourself speaking on one of the topics below: My notes
Skills
 Topic 1: Take 10 minutes to prepare a brief message that you will deliver orally in an informal or formal meeting in
the next week. Record yourself delivering the message with your smartphone and use the Three Elements of Style
checklist to critique your own delivery.
 Topic 2: Take 10 minutes to prepare a brief message convincing a friend to watch your favorite TV show. Record
Adaptability &
Resilience
yourself delivering the message with your smartphone and send it to your friend. Ask them to a) share whether or
not they were inspired to watch the TV show, and b) provide feedback on your delivery style.
After recording yourself, use the checklist below to grade yourself across the Three Elements of Style and reflect
where needed.
Problem
Solving
The upcoming opportunity I’ve chosen is:
My audience is:
The Purpose of my interaction is: E.g., Inspire a colleague to take on a leadership role on my project
Communicating
for Impact
Vocal emphasis Physical presence Emotional connection
 Adjusts pitch, pace, and volume to match the  Appears relaxed, confident, and in control of  Express authentic emotions and/or vulnerability
occasion the room  Selects an appropriate tone to match the
 Uses the active voice  Has strong posture Purpose of the interaction
 Minimizes qualifiers and caveats  Moves with a purpose  Has strong eye contact and uses appropriate
facial expressions
Relationships
Uses rhetorical techniques appropriately (e.g., Uses appropriate gesture
& Well-being
 
repetition, alliteration, three-point lists, pauses  Optimizes physical environment  Uses storytelling
for impact)
Notes
My Digital
Toolkit
Introduction
Using the Open, Narrow, Close approach to facilitate
a conversation
Reflection
Tip: use this to organize the flow of a meeting starting from making people feel My notes
Skills
heard to reaching alignment on next steps
Adaptability &
Resilience
Problem
Solving
The Open, Narrow, Close approach to facilitation can serve as a useful architecture for your meeting:
Communicating
for Impact
 Opening a conversation is about making people feel comfortable about who they’re with and what
they’re going to do in the meeting.
 Narrowing in on the conversation involves the right mix of questions and statements to help keep
Relationships
& Well-being
the thinking and process on track and to create an inclusive and open environment.
 Closing a conversation is about reaching alignment and synthesizing the group discussion with
key takeaways and next steps with owners and deadlines.
My Digital
Toolkit
Introduction
Think about the past interaction with a group of 2-3 colleagues you identified in the prior modules. Take a
Reflection
Skills
moment to reflect in the space below about the following questions:
 Did the meeting have a clear and compelling opening? What did the facilitator do to make the participants feel comfortable about who they’re with and
what they’re going to do?
Adaptability &
 Did the facilitator ask provocative and insightful questions to narrow in on the conversation? How did they use questions and statements to help keep the
Resilience
thinking and process on track and also create an inclusive and open environment?
 Did the facilitator close the meeting with a clearly articulated outcome assigned to an owner with a set deadline? Were next steps defined?
 Did the facilitator help move the group to alignment, commitment, or action? If so, how?
Problem
Solving
Communicating
for Impact
Relationships
& Well-being
My Digital
Toolkit
Introduction
Communicating for Impact Key Takeaways
Reflection
As you leave this course, here are the key tools/takeaways that you can use to My notes
Skills
strengthen your communications with others:
EPIC framework: Personalize, connect with, and effectively communicate your messages
1
Adaptability &
Resilience
to others with this framework.
Empathy and active listening: Consider how your audience thinks and feels before any
2 interaction and use active listening to deepen your understanding and make them feel heard.
Problem
Solving
Purpose of an interaction: Pause to think about what both you and the other person want
3 to get out of an interaction and guide the conversation accordingly.
Communicating
for Impact
Story lining: Weave your messages together in a clear storyline by using the Pyramid
4 Principle to organize your one overall governing thought followed by insights.
Relationships
& Well-being
Delivering with style: Beyond what you will say, plan how to say it a way that moves your
5 audience to action by using your physical presence, vocal emphasis and establishing an
emotional connection.
My Digital
Toolkit
Introduction
End of Course Reflection: Communicating for Impact
Reflection
Skills
Adaptability &
Resilience
Problem
Solving
Communicating
for Impact
Relationships
& Well-being
My Digital
Toolkit
Introduction
Reflection
Skills
Adaptability &
Resilience
Relationships &
Problem
Solving
Well-Being Course
Communicating
for Impact
Relationships
& Well-being
My Digital
Toolkit
Relationships & Well -being
Introduction
Cultivating well-being
Considering the different ingredients of well-being
Reflection
Your well-being tank is fueled by four sources: mental, physical, social, and spiritual. My notes
Skills
However, our habits often cause us to prioritize just one or two of these sources.
To ensure your well-being is truly at its best, you should consider all four.
Adaptability &
Resilience
Problem
Solving
Physical Mental Social Spiritual
Sleep, Exercise, Hobbies, Meditation, Relationships, Professional calling,
Nutrition Focus, Introspection Societal role Spiritual connection
Communicating
for Impact
Principles for putting this into practice
No matter which source of well-being you want to prioritize, or the specific behaviors you want to improve, there are
four big ideas that will help you maximize your efforts.
Relationships
& Well-being
 Tiny behaviors lead to sustainable change: be specific and focused in your actions.
 Small and frequent is best: don’t rely on just one big moment to energize yourself.
 You have positive habits you can build upon: identify some existing cues that prompt healthy behaviors.
 People matter: find others who can support you, offer feedback, and share ideas with you.
My Digital
Toolkit
Introduction
Forward Learning Workbook Exercise #1: Assessing your battery level
Take a moment to reflect. Which of the following statements are true for you? Give yourself 1 point for each true statement.
Reflection
Skills
Make sure to note if certain categories are particularly strong or weak.
After you have taken a moment to reflect, calculate your total score and understand what it means. Use the guide in the module to
get some suggestions.
Adaptability &
Resilience
Statement Reflection area: give your score and write notes if relevant
I slept very well last night.
I have clear, purposeful intentions for the day.
I am looking forward to the day’s activities.
Problem
Solving
I am optimistic about my future.
I feel vigorous and energetic.
Communicating
My diet is healthy and well-balanced.
for Impact
I am experiencing very little fatigue or burnout.
I can focus on the things that matter most.
I feel connected to the important people in my life.
Relationships
& Well-being
0–3 4–5 6–7 8–9
Your battery is empty Your battery charge is running You would benefit from extra Your battery is fully charged
low and needs attention charge to your battery
My Digital
Toolkit
Introduction
Try it now: Creating your recovery plan
Utilize the template below to create a recovery plan on how you can improve your well-being.
Reflection
Skills
Morning
Adaptability &
Resilience
Afternoon
Problem
Solving
Evening
Communicating
for Impact
Bedtime
Relationships
& Well-being
My Digital
Toolkit
Introduction
Role modeling well-being for others
Reflection
My notes
Skills
“Your first and foremost job as a leader is to take charge of your own energy and then help
to orchestrate the energy of those around you.”
— Peter Drucker
Adaptability &
Resilience
Research shows that, when it comes to well-being in the workplace, our behaviors are contagious. Your choices affect
the choices of others around you, whether they realize it or not. Each of us should think about how we can maintain
our energy and well-being and, in so doing, create a mutually reinforcing support network among our colleagues.
1 Set expectations and boundaries—and 3 Develop team norms
Problem
Solving
communicate them Well-being is easier with the support of a group.
Get clear on what you need to be your best self Similar to setting expectations and boundaries for
and share that with others. More than getting clear yourself, go a step further and do the same as a
in theory, hold yourself accountable! team.
Communicating
for Impact
2 Share what is going on, and ask for support 4 Celebrate one another
Challenge yourself to be vulnerable and Did your teammate just run their first race? Did
communicate openly, both about what is another make it to a child’s soccer game every
Relationships
& Well-being
working and what is not. weekend this past month? These seemingly small
things are big deals, and our colleagues are more
likely to continue to prioritize their well-being if they
are actively encouraged.
My Digital
Toolkit
Introduction
Building strong relationships
Building strong relationships
Reflection
We can develop strong, energizing, and resilient relationships by practicing My notes
Skills
AVEC: attention, vulnerability, empathy, and compassion.
Turning toward the other person literally and figuratively and
Adaptability &
A
Resilience
ATTENTION listening deeply without judgment, distraction, or the desire to
respond.
Being your authentic self, even if it feels outside of your
Problem
comfort zone. Acknowledging the role you played in a situation
Solving
VULNERABILITY
or the assumptions you made, even if you are not proud of
them. Sharing honestly how the actions of others affected you.
Communicating
E
for Impact
Understanding and identifying with the emotions and
EMPATHY
perspectives that others, based on what they share with you.
Demonstrating concern with an intent to be helpful. Checking

C
Relationships
& Well-being
COMPASSION in with individuals to see how they are doing and investing the
time to respond in a meaningful way.
My Digital
Toolkit
Introduction
Developing psychological safety
Establishing psychological safety for you and your teams
Reflection
Psychological safety empowers people to fully contribute their unique talents and My notes
Skills
perspectives. When this happens, team members can come together to do their best work
and learn and perform better, all while reducing stress.
Building from a foundation of awareness and strong relationships, we can use the four actions of
Adaptability &
the REACH model to guide us.
Resilience
Encourage all voices Appreciate contributions
Invite team input into decision- Let team members know that you
making, and create more dialogue see, value, and support them
Problem
Solving
Reframe mistakes Coach other team members to
Help and support each other
Communicating
Honor mistakes as providing
for Impact
Reach model Coach, role model, mentor, and set
essential feedback for success up support structures for the team
Relationships
& Well-being
Support awareness Build strong relationships
Build self-awareness and situational Strengthen connections among team
awareness to create resilient mindsets members, and make those connections
and help people make choices more resilient
My Digital
Toolkit
Introduction
Relationships & Well-Being Key Takeaways
Reflection
As you leave this course, here are 5 key tools and takeaways that you can use to My notes
Skills
maintain your energy levels and benefit from the power of strong relationships
and team environment.
Adaptability &
Resilience
Well-being plan: Regularly evaluate your current state of well-being across 4 dimensions of
1 physical, mental & emotional, social, and spiritual and take explicit actions to improve areas
that are low.
2 Practicing acceptance: Become more emotionally flexible by understanding what is causing
Problem
Solving
your current emotions and then deciding whether to address them or let them go.
3 Role modeling well-being: Identify the standard for your optimal well-being and role model
Communicating
this standard for others.
for Impact
4 Building relationships: Invest time and effort in building and improving trust-based
relationships with others by using attention, vulnerability, empathy, and compassion.
Relationships
& Well-being
Psychological safety: Improve your team performance and well-being by actively creating
5 an environment where people are not afraid to speaking up, making mistakes, and are
excited about coaching each other.
My Digital
Toolkit
Introduction
End of Course Reflection: Relationship & Well-being
Reflection
Skills
Adaptability &
Resilience
Problem
Solving
Communicating
for Impact
Relationships
& Well-being
My Digital
Toolkit
Introduction
Reflection
Skills
Adaptability &
Resilience
My Digital Toolkit
Problem
Solving
Course Replace with DGE
icon
Communicating
for Impact
Relationships
& Well-being
My Digital
Toolkit
My Digital Toolkit
Introduction
Forward Learning Workbook Exercise #1: How has digital impacted your
life?
Take a moment to reflect here. What new app, device, or digital service have you started using?
Reflection
Skills
How has this product impacted your life? What made you start using this in the first place?
Adaptability &
Resilience
Problem
Solving
Communicating
for Impact
Relationships
& Well-being
My Digital
Toolkit
My Digital Toolkit
Introduction
Consider the 3 elements of ‘going digital’
Reflection
Digital is data, technologies, and new ways of working that can help us My notes
Skills
maximize value.
Adaptability &
Resilience
Problem
Solving
Communicating
Data Technology Ways of working
for Impact
How do new approaches to How do new technologies How do new ways of working
collecting and analyzing data help accelerate impact and enable us to meet people’s
help us better understand the solve problems at work? needs better and more
Relationships
& Well-being
people we serve, make better quickly?
decisions faster, and develop
new solutions?
My Digital
Toolkit
My Digital Toolkit
Introduction
Forward Learning Workbook Exercise #2: Your digital toolkit and plan
(page 1 of 3)
These three pages offer an opportunity to craft your own digital toolkit and plan. Taking one element of
Reflection
Skills
digital at a time (data, technology and new ways of working), reflect and answer the following questions.
Some examples for actions you can include in your plan include: taking an online course, reading a book, watching videos on Youtube, attending a workshop
or webinar, seeking out a friend or colleague who is working in this field, joining a chat group, or simply practicing certain activities at work or your personal
Adaptability &
life.
Resilience
Digital Toolkit Element #1: Data (this could include data analysis, visualization, cleaning, storage etc.)
What have you already done
Problem
Solving
to expand your knowledge
and skills in this area?
What is an obstacle you

currently face in
Communicating
understanding or taking
for Impact
action in this area?
Identify 1 or more specific

actions you want to take to
enhance your knowledge
and skills in this area.
Relationships
& Well-being
Prioritize one action you will
start immediately and
specify a timeline for it
Reflection
My Digital
Toolkit
Skills
My Digital Toolkit
Introduction
(page 2 of 3)
Reflection
Skills
Adaptability &
life.
Resilience
Digital Toolkit Element #2: Technology (this could include cloud, artificial intelligence, connected devices etc. )
Problem
Solving

currently face in
Communicating
for Impact

Relationships
& Well-being
My Digital
Toolkit
My Digital Toolkit
Introduction
(page 3 of 3)
Reflection
Skills
Adaptability &
life.
Resilience
Digital Toolkit Element #3: Ways of Working (this could include design thinking and agile thinking etc.)
Problem
Solving

currently face in
Communicating
for Impact

Relationships
& Well-being
My Digital
Toolkit
My Digital Toolkit
Introduction
My Digital Toolkit Key Takeaways
Reflection
As you leave this course, here are 5 key tools and takeaways that you can use to My notes
Skills
build your digital toolkit in a modern digital landscape.
Going digital: Recognize that a digital world is all about data, technology, and new ways of
1
Adaptability &
Resilience
working that can help us maximize value.
Power of Data: Notice how people and organizations are finding new creative ways to use
2 data to improve experiences and decision making.
Problem
Solving
Embracing Technology: Consider how new technologies such as cloud, artificial intelligence,
3 and connected devices, help solve problems at home and at work.
Communicating
for Impact
New ways of working: Embrace new ways of working like Design Thinking and Agile which
4 prioritize the end user’s needs, experimentation and rapid learning.
Relationships
& Well-being
Build your digital toolkit: Understand the profound impact of digital in life and work, and
5 plan to continuously expand your knowledge and skills in data, technology, and new ways
of working.
My Digital
Toolkit
My Digital Toolkit
Introduction
End of Course Reflection: My Digital Toolkit
Reflection
Skills
Adaptability &
Resilience
Problem
Solving
Communicating
for Impact
Relationships
& Well-being
My Digital
Toolkit

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Take a Step.

CONFIDENTIAL AND PROPRIETARY

Planning and structuring your communication to address an audience to take action

Building strong relationships and maintaining your well-being

NAVIGATING THE DIGITAL WORLD

Setting meaningful learning intentions

intention for this program?

Use APR to activate adaptability and resilience

Forward Learning Workbook Exercise #2: Holding adaptable and resilient

Turning behaviors into habits

Forward Learning Workbook Exercise #3: What’s your plan?

Forward Learning Workbook Exercise #1: Your approach to problem

Using the seven-step, hypothesis-led approach to problem solving

Forward Learning Workbook Exercise #2: How do you define problems?

Testing your problem definition using the SMART framework

Using a Problem Statement Worksheet to define a problem

Context Constraints within solution Criteria for success

Stakeholders Scope of solution space Key sources of insight

Forward Learning Workbook Exercise #3: Integrating what you’ve learned

Work planning tools

Specific Be specific on analysis and sources. End

Share Test with team members; try Analyses

Simple Push detailed work plans out only 2- Timing/

Realistic Make it manageable and realistic;

Structured approach to problem solving: Intentionally take a structured step-by-step

1. Problem Definition Worksheet

2. Issue Tree Worksheet

Structure your sentences consistently

3. Prioritization Matrix Worksheet

P PURPOSE Define the purpose to include their needs and yours.

Forward Learning Workbook Exercise #1: Reflect on a past interaction

Using active listening to demonstrate empathy

Forward Learning Workbook Exercise #2: Reflect on a past interaction

Using the Pyramid Principle to organize your messages

Try it now: Practice with the Pyramid Principle

Synthesizing your messages rather than summarizing only

Example of summary vs. synthesis

Try it now: Practice the Three Elements of Style

Forward Learning Workbook Exercise #3: Reflect on a past interaction

Considering the different ingredients of well-being

Forward Learning Workbook Exercise #1: Assessing your battery level

Try it now: Creating your recovery plan

Role modeling well-being for others

1 Set expectations and boundaries—and 3 Develop team norms

Building strong relationships

Turning toward the other person literally and figuratively and

Being your authentic self, even if it feels outside of your

Demonstrating concern with an intent to be helpful. Checking

Establishing psychological safety for you and your teams

2 Practicing acceptance: Become more emotionally flexible by understanding what is causing

What have you already done

What is an obstacle you

Identify 1 or more specific

What have you already done

What is an obstacle you

Identify 1 or more specific

What have you already done

What is an obstacle you

Identify 1 or more specific

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